Your profile:
• German – Advanced level
• English – Advanced level
• Completed higher education (college degree or equivalent) is required
• Previous experience in a leadership role (Team Leader / Team Manager) within a
customer support or BPO environment
• Strong coaching and people management skills
• Ability to analyze performance data and drive KPI improvement
• Experience working in a structured, target-driven environment
• Willingness to work fully onsite from our Bucharest office (hybrid possibility after 6
months, based on performance and business needs)
• Flexibility to work in a rotational schedule, Monday–Sunday, including possible night
shifts
Your future role:
• Lead, coach, and develop a team of Customer Support Representatives
• Monitor team performance against KPIs (quality, productivity, CSAT, attendance,
etc.)
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions
• Identify development needs and collaborate with Quality and Training teams
• Drive engagement initiatives and contribute to a positive team culture
• Manage attendance, attrition, and workforce planning in collaboration with relevant
departments
• Ensure compliance with company policies, procedures, and client requirements
• Handle escalations and support resolution of complex cases
• Analyze reports and implement action plans to improve operational results
• Participate in calibration sessions and operational meetings
• Support onboarding and nesting phases for new team members
• Act as the main point of contact between the team and upper management
Team Manager – German & English • București, București, Romania
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